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Exchanges and store credit: how they work

When the shop offers it, in addition to a refund you can choose an exchange (for another size, colour or item), store credit (a balance for future purchases) or 'Swap for something else': turning your return into credit and choosing any product from the catalogue, paying only the difference if it costs more. A full refund to your payment method is always available: you can never be forced to accept an exchange or store credit.

When the shop offers it, in addition to a refund you can choose an exchange (for another size, colour or item), store credit (a balance for future purchases) or 'Swap for something else': turning your return into credit and choosing any product from the catalogue. It is part of the shop's commercial service. The key point: a full refund to the same payment method is always available —you can never be forced to accept an exchange or store credit.

A refund is always an option

Even if the shop offers you an exchange or store credit, the refund to the payment method you used cannot disappear: it is your right. The shop may propose the alternatives —and sometimes give you a small incentive for accepting store credit—, but the decision is yours. Store credit is only valid if you choose it freely, never as the only way out.

The exchange

If you choose 'Exchange', a menu appears for each product so you can pick the variant you want to receive: another size, another colour or another item. Only the variants available at that moment are shown; if the one you wanted has sold out, you will have to choose another or switch options.

After you confirm, the shop reviews the request and writes to you with the steps to complete the exchange.

'Swap for something else': choose any product

Some shops also offer the 'Swap for something else' option. If you choose it, your return turns into credit and you can browse the shop's catalogue —search included— and add any product to your basket, not just another variant of what you are returning. When you confirm:

  • If your basket costs more than your credit, you pay only the difference in the shop's own secure checkout (the same checkout where you bought).
  • If it costs less and you have an account at the shop, the leftover is given to you as store credit when the shop receives your return. Without an account there is no store credit possible, so choose something of equal or greater value.
  • If you do not complete the payment, nothing happens: the operation expires after 3 days and you are not charged.

Some shops add extra credit (an additional percentage, stated before you decide) for choosing an exchange or store credit instead of the refund. It is a transparent incentive: your right to a full refund does not change.

Store credit

Store credit is a balance in your name to spend on future purchases at that shop, for the amount of what you return. One important condition:

  • Store credit requires a customer account associated with the order.
  • If you bought as a guest, you cannot receive store credit, but you can have a refund or an exchange.

In withdrawal, always a refund

The legal right of withdrawal does not provide for exchanges or store credit: it is always resolved with a full refund to the payment method you used (see "When will I get my refund?"). Exchanges and store credit belong to the shop's commercial service, which coexists with your right of withdrawal but does not replace it. To see how to start each path, read "How do I start a return or an exchange?".

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For your shoppers

How do I withdraw from my purchase within 14 days?

Click the «Withdraw from contract here» button in the store, enter your email and order number, confirm from the link sent to your email, and you'll receive an acknowledgement with the date and time of your request.

For your shoppers

How do I start a return or an exchange?

If the shop offers it, click 'Manage return', enter your email and order number, confirm from the link sent to your email and choose how to resolve it: a refund, an exchange for another size or colour, or store credit. It is a service the shop provides, distinct from the legal right of withdrawal.

For your shoppers

Can I return only some items from the order?

Yes. In the second step, all items come selected by default; deselect the ones you want to keep. If a product has several units, you choose how many to return with the + and - buttons. It works the same when withdrawing and when starting a commercial return.